About Your MyXplore Account

• Review or update contact information.

• Review or update payment information.

• Review invoices.

• Make a payment using a credit card.

• Track Internet usage.

• Manage Xplore emails.

• Review your Home Phone usage.

• Manage call forwarding and voicemail settings.

• Review or update the E911 address for your Home Phone.

• Create a case to request support from Xplore Customer Care.

• Temporarily suspend all Xplore services (some conditions apply).

• Review warranty status and add protection with Xtra Care.

• Add payment method (both preauthorized debit and credit).

• Chat with one of our agents using our online chat feature.

To log in, please go to myxplore.ca and click on the Customer Login box.

Next, please enter your User Name and Password and click Enter.

Haven’t Registered Yet?

Follow these steps:

1. Click “Don’t have a MyXplore account yet? Click here to register” from the MyXplore.ca login screen

   • Fill in the 4 mandatory fields provided during sign up
     a.) Email

     b.) Account Number

     c.) First Name

     d.) Last Name
     

2. Create your MyXplore.ca password to complete your account setup.

Once logged in, you will see the MyXplore home page which displays:

• Your billing account information.

• Quick link to view your Internet usage (Note: usage may not apply to all Xplore services).

• Email addresses set up on your Xplore account and options to add a new email address or change your email password.

• Your billing and payment information:

  • Last Payment – the amount of your last successfully processed payment.

  • Last Payment Date – the date of your last successfully processed payment.

  • Current Balance – the current balance on your account, and also make a payment.

  • Invoice Delivery Method – the way your Xplore invoice is provided (email, regular mail, or email and regular mail).

  • Payment Method – change your payment method.

• Quick Links to popular areas:

  • Xplore website

  • Dealer locator

  • Contact us

  • Refer-A-Friend (receive a $25 credit on your Xplore account when you tell your friends and family about Xplore and they activate within 30 days)

  • My cases

  • Support articles

  • Useful forms such as Preauthorized Debit Request

  • MyXplore user guide

    

The My Account section of the MyXplore home page displays your billing account information. To update your information, click Edit beside Billing Address or Email.

Click Manage Settings to update the following information:

• MyXplore username

• Time zone

• Language

• MyXplore password

View Contacts

The View Contacts section within MyAccount will display all authorized contacts on the account. You can also add, remove or edit contacts from your account.

1. Click on View Contacts.

2. The list of authorized contacts will display.

Adding a Contact

1. After clicking View Contacts, click New Contact to open a blank contact page.

2. Fill out the required fields and click Save.

Edit a Contact

1. Click Edit beside the contact to be edited.

2. Update the required fields and click Save.

   Note: If the Account Authorization is set to Not Authorized, the contact will disappear from the list of contacts displayed.

Removing a Contact

1. Click Remove beside the contact to be removed.
2. Click Save to confirm the changes.

To see the invoices for your account, select the View My Invoices button on the MyXplore home page.

Click on View PDF to see the invoice for a particular time period. For an explanation of your invoice, you can review the "How do I read my invoice?" article.

Payment Methods

The MyXplore home page displays your current payment method for Xplore services. To change your payment method, click the Change Payment Method button.

(Note: The message below will display if you have not yet added a payment method).

On the Manage Payment Summary screen, click Manage Payment Methods.

Add a New Payment Method

• On the Manage Payment Methods screen, click Add New Payment Method.

• From the New Payment Method popup box, select the payment method you wish to add.

• Click Continue.

• An additional section will appear for the New Payment Method information.
  • For the payment type you selected, fill in all the required information noted with a red bar.
• Click Save.
• If you chose to add payment from a bank account as a new payment method, the preauthorized debit terms and conditions will appear after clicking the Save button.

• Click the I Agree button to accept the preauthorized debit terms and conditions and continue OR click Cancel to return to the Manage Payment Methods screen.
• When the new payment method has been added successfully, you will see the following message:

• The new payment method you have just added will now become the current default payment method.

Set a Default Payment Method

• On the Manage Payment Methods screen in the Your Payment Methods section, click the checkbox to select the new default payment method.
• Click the Set as Default Payment Method button.

• Click OK in the popup box to confirm your selection.

• When the default payment method has been changed successfully, you will see a success message that payment method has been made the default.

Delete a Payment Method

• On the Manage Payment Methods screen, in the Your Payment Methods section, click the checkbox to select the payment method to be deleted.
• Click the Delete button.

• Click OK in the popup box to confirm deletion.

• When the payment method has been deleted successfully, you will see a success message that payment method has been deleted.

Internet Usage

Click on the View My Data Usage button on the MyXplore home page to view your Internet usage with the Usage Tracker online tool. The Usage Tracker is updated every hour with data that is current as of 4 hours ago.

Xplore Home Phone Usage

Customers with Xplore Home Phone packages can track monthly phone activity to help manage usage and any additional charges.

• Click the  +  sign on the Home Phone section of the MyXplore home page to expand this area.
• Click the View My Home Phone Usage  button to display your usage.

Note: Your usage is shown in the GMT time zone.

The Email section of the MyXplore home page displays the email addresses that are set up on your Xplore account, a quick link to webmail, and options to add a new email address or change your email password.

Change Email Password:

1. Click on the Change Password link next to the email account that you want to modify.
   2. Chose a password and enter it twice to confirm.

Password criteria:

• Minimum 8 characters.
• Maximum 54 characters.
• Cannot contain spaces or the following special characters: À Ç È É ê î ô © ® ÷ π ™ <
• Can contain characters: ~ @ $ % ^ & * ( ) - _ = + / \ " > [ ]

Create New Email Address:

1. Click on the Create New Email button.

2. You can choose an email address ending with @xplore.net.

Email address criteria:

• First and last characters must be alphanumeric.
• Minimum of 3 characters.
• Maximum of 64 characters.
• Can contain numbers 0-9, letters a-z, underscore (_), hyphen (-), period (.).
• Cannot contain a space ( ), two consecutive periods (..), or the following special characters: ~ ` @ # $ % ^ & * + = ( ) < > / \ | " > [ ]

3. Choose a password and enter it twice to confirm.

Password criteria:

• Minimum 8 characters.
• Maximum 54 characters.
• Cannot contain spaces ( ) or the following special characters: À Ç È É ê î ô © ® ÷ π ™ <
• Can contain characters: ~ @ $ % ^ & * ( ) - _ = + / \ " > [ ]

1. Click on Save. The status of the email address will show Pending and the email address will activate within 5 minutes. Then, you can click on Go to Webmail to sign in.

911 Address (Xplore Home Phone customers only)

Your home address will be registered with 911 as part of your Xplore Home Phone subscription service. Please ensure your physical home address is accurate.

If you move Xplore Home Phone equipment to another location and change your phone number, you must update your 911 address.

IMPORTANT NOTE: If you do not update your 911 address, any calls to 911 may be sent to an emergency centre near your previous address.

Temporary Suspension

You can choose to put your Xplore service on hold temporarily once per year for up to 6 months using the Temporary Service Suspension feature in MyXplore. If you are still within your contract term, the term will be paused during the temporary suspension period and will resume once the suspension period has expired. For more information on temporary service suspension (including eligibility, fees, and conditions), please review the details during the suspension process, or contact us at 1-866-841-6001.

1. Click on Request a Temporary Service Suspension in the My Account section.

2. Review the details about temporary service suspension. To proceed, select your Start and End dates, as well as confirm or update your contact information during the suspension period.

3. Click on Submit.

4. Review the summary of your request for temporary service suspension. If the dates and contact information are correct, click Confirm.

5. You will receive an email confirmation, and all Xplore services will be suspended on the date requested.

Updates to your Temporary Service Suspension

You can make changes to your temporary service suspension dates and contact information by simply clicking on the View / Update Your Temporary Service Suspension ink in the My Account section.

You can change the start date of your temporary service suspension if it has not yet started, and the end date can be changed to a date as soon as tomorrow.

Contract Details

The Contract Details within the My Account will display the Critical Information Summary. A Critical Information Summary (CIS) is a document that outlines the key information with regards to your service including their package, price and contract term.

1. Click on View My Contract Details.

2. Click on View PDF to open your Critical Information Summary.

Live chat allows you to speak directly to an Xplore representative to address any account management or billing inquiries in both English and French. Technical support or collection inquiries will not be handled via chat; please contact support at 1-866-841-6001.

1. Click on Questions? Chat Now.
2. A new browser window will open. Fill out the required fields and select Chat Now.

• An introduction to your Xplore invoice

• How billing and payment works

• Transferring ownership of your Xplore account

• Xplore’s temporary suspension program

• Moving with Xplore